Overflow from Hunt Group to New Contact Centre 1

[skk391]

Hi all,

Is the following possible? just trying to find out how. We would like calls which have queue for 'X' amount of seconds to be transferred to another DDI.

How do we do this please?

Thanks

 

[amriddle01]

Easy, with overflow to a sequential group that has a phantom user forwarded to the number in question

 

[skk391]

Hi,

Thanks, I understand some of it!

I can see the hunt group and have changed it to sequential. Not sure what or how to do the phantom user bit. Is this create a new user. Where do I put in the forwarding number?

 

[TouchToneTommy]

Create a new user, call if FWD to Contact Center, you will find a Forwarding tab, that's where you put the number of the Contact Center. Include the leading 9 if that's what you dial before outside numbers. Tick the boxes for Forward Hunt Group Calls and Forward Internal Calls. Make a new Sequential Hunt Group, and put just this user into it. Make this new Sequential Group the Overflow for the main group. The main group itself can stay of Collective if that's what you had it set to originally, only the overflow group needs to be sequential.

 

[skk391]

Thanks all,

Sorted!